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Shipping and returns
We hope you love shopping with Future Shop. Here are our shipping and returns policies to help make sure we meet your expectations.
Delivery Options
We ship orders to all destinations around the world including the following:
Austria
Australia
Belgium
Brazil
Bulgaria
Canada
Chile
China
Croatia
Cyprus
Czechia
Denmark
Finland
France
Germany
Gibraltar
Greece
Hong Kong
Hungary
Iceland
India
Indonesia
Ireland
Israel
Italy
Japan
Lithuania
Luxembourg
Macau
Malayasia
Malta
Netherlands
Norway
New Zealand
Philippines
Poland
Portugal
Romania
Russia
Saudi Arabia
Serbia
Singapore
Slovakia
South Africa
South Korea
Spain (inc. Canary Islands)
Sweden
Switzerland
Taiwan
Thailand
Turkey
Ukraine
United Arab Emirates
United Kingdom
United States of America
Vietnam
1. Delivery
1.1. We use Royal Mail 1st Class services for our Standard Delivery.
Orders received before 4.30 pm Monday to Friday are usually dispatched the same day by FIRST CLASS post (unless premium postal or timed courier services are selected), subject to stock availability. This does not apply to custom-length cables and speaker cables as these require a longer timescale to terminate. This also excludes all cables selected for the burn-in service. Please note, we do not process orders on national holidays in the UK. Over 98% of our orders are delivered the next working day including Saturdays.
Please note: Currently, a small fraction of our customers are experiencing delays of up to 10 working days for deliveries sent via Royal Mail First Class services. This is not the norm and most customers will receive their order within 1 - 4 working days.
Standard delivery is usually within 2 working days, although 98% of all orders are delivered the next working day including Saturdays. In extreme cases, such as delivery to the Highlands and Islands, this may take 3 days.
All items are fully insured and come with an invoice from Future Shop. We use the Royal Mail for delivery of small packages and DPD Local or DHL for items that weigh over 2KG. Items over 2KG are fully insured and will usually be delivered within 48 hours of placing your order subject to stock availability. For international orders, we use FedEx or DHL services where customers have selected this option.
Please note, special orders for non-standard cable lengths may be subject to longer deliver time-scales. This may vary from manufacturer to manufacturer.
We offer 'Free delivery on orders over £99' subject to the following terms & conditions:
- Applies only to orders with £99 or more of items (including VAT at the UK rate), at Future Shop
- Free Delivery on orders over £99 utilises Royal Mail First Class postal service for items weighing under 2KG. For items weighing over 2KG, we use DPD or DHL next working day services which deliver from 9.00am to 6pm within mainland UK (excludes Royal Mail Special Delivery Services and timed next day delivery services by DPD or DHL).
- Applies only to deliveries to addresses within mainland UK and Northern Ireland addresses. Applies only to orders that are to be delivered to a single Mainland UK delivery address.
- You will not be eligible for free delivery on your order if any items are cancelled or returned for a refund, bringing the total order amount below £99. Where items are returned, the refund due will be the cost of the item less any postage costs.
- We reserve the right to change or discontinue 'Free delivery on orders over £99 promotion at any time.
- FREE DELIVERY FOR ORDERS OVER £99 OFFER DOES NOT APPLY TO TRADE CUSTOMERS.
UK Postal & Delivery Charges - FIRST CLASS
Free UK delivery on all orders over £99*
| Weight | Price (FIRST CLASS UK POSTAGE) |
|---|---|
| 0000g – 1000g | £ 3.95 |
| 1000g – 1400g | £ 4.95 |
| 1400g – 1800g | £ 5.95 |
| 1800g – 2000g | £ 6.95 |
| 2000g – 3000g | £ 8.95 |
* Free Delivery on orders over £99 utilises Royal Mail First Class postal service for items weighing under 2KG. For items weighing over 2KG, we use DPD or DHL next working day services which deliver from 9.00am to 6pm within mainland UK.
Free Delivery for orders over £99 excludes Royal Mail Special Delivery Services and timed next day delivery services by DPD or DHL.
1.2. Special Delivery UK - Guaranteed Next Working Day
We have 99.9% of the UK covered With Royal Mail Next Day Special Delivery. We guarantee delivery to most UK addresses by 1pm the next working day. This includes Northern Ireland, Jersey and Guernsey. Some places take longer to deliver to but we still guarantee delivery within three working days by 5.30 PM.
For the Next Day Special Delivery service, orders must be received by Future Shop by 4.30pm weekdays. Orders after the 4.30pm deadline cannot be guaranteed for same day dispatch.
Please note, Royal Mail Special Delivery for next working day may not be possible where non-standard cable lengths are ordered. If this is the case, the item will be shipped via The Royal Mail Special Delivery service as soon as the cable is custom made.
For orders weighing over 2KG, we reserve the right to ship items using Next Day Pre-Noon Courier Services where Royal Mail Special Delivery option has been selected.
1.3. Channel Islands & Northern Ireland
We accept orders from all Channel Islands including Alderney, Jersey, Guernsey and Sark. Unless you select a premium service, Items weighing under 2KG are delivered using our standard UK delivery option above. For items weighing over 2KG, a surcharge may be applied for all deliveries to the Channel Islands as well as Northern Ireland.
1.4. EU Countries & Worldwide
European Countries
Deliveries to EU member states are not subject to 20% VAT after December 31st 2020 and therefore the 20% VAT on items is automatically deducted when you log-in, register or proceed to place an order.
The customer will be liable for the VAT at the local VAT rate and duty on the import if applicable. This may need to be paid in advance to your local Customs & Excise office or the delivery company before your order can be delivered.
We offer the following shipping services:
- Royal Mail First Class International Airmail Services - Items are usually delivered within 3 to 5 working days.
- Royal Mail Standard International Mail Services - Items are usually delivered within 7-10 working days.
- DHL Express International - Items are usually delivered within 24 to 48 hours. DHL orders must be received by 3:30pm for next day service to most destinations in Europe
- Federal Express International Priority - Items are usually delivered within 24 to 48 hours. FedEx orders must be received by 3.00pm for next day service to most destinations in Europe.
- Federal Express International Economy - Item are usually delivered within 48 to 72 hours.
Worldwide - Excluding UK & Europe
Deliveries outside of the UK are not subject to 20% VAT and so the 20% tax on items is automatically deducted when you log-in, register or proceed to place an order.
If applicable, the customer will be liable for the taxes at the local tax rate and duty on the import. This may need to be paid in advance to your local Customs & Excise office or the delivery company before your order can be delivered.
We offer the following shipping services:
- Royal Mail First Class International Airmail Services - Items are usually delivered within 7 to 10 working days.
- Royal Mail Standard International Mail Services - Items are usually delivered within 15 working days.
- DHL Express International - Items are usually delivered within 24 to 48 hours. DHL orders must be received by 3:30pm for next day service to most destinations in Europe
- Federal Express International Priority - Items are usually delivered within 48 hours. FedEx orders must be received by 3.00pm in order to ship items the same day, subject to stock availability.
- Where the actual weight of the package significantly exceeds the shipping cost charged on orders, we may write to you for an additional shipping charge. For larger orders, items may be shipped in multiple packets at our discretion.
Returns
2. Distance Selling Regulations 2000 - Returns Policy
Goods ordered may only be returned within the first 14 working days for a full product refund including VAT, providing the following conditions are fulfilled:
- You must give cancellation notice in writing by email, fax or letter within 14 working days starting from the day after the goods are received.
- Goods returned must have been handled with care. Customers have a statutory duty of care.
- Goods must be returned complete (including all packaging, cables, manuals, promotional gifts, CD's etc for that product), unless goods are faulty. If any item(s) are missing when received then the product is deemed incomplete.
- Customers are requested to return goods with the original packaging.
- Carriage costs for returning the Goods are your responsibility.
- The Goods remain your responsibility during transit and until signed for by us.
- We are unable to accept the return of custom-made cables as these are tailored to individual requirements and are specially made to order.
- You will not be eligible for free delivery on your order if any items are cancelled or returned for a refund, bringing the total order amount below £99.
- Where goods are returned after the first 14 working days due to possible incompatibility with customers equipment, all associated delivery costs are the responsibility of the customer.
- Refund of import duties and taxes paid by customers outside the UK are excluded.
- We will refund or re-credit you within 20 working days for any sum that has been paid by you or debited from your credit card.
- Distance Selling Regulations only apply to Business to Consumer transactions.
3. Faulty Products
If you believe your goods have been delivered faulty or damaged, or a fault appears in the first 30 days after delivery please contact Customer Services for assistance. If your problem can’t be resolved by email the item can be returned for testing/replacement providing the following conditions are met:
- All returned Goods must be authorised, so please call us on 0800 772 3688 or 0208 905 1555 or email us at [email protected] before returning the product. Your order number must be enclosed with the product.
- Goods should be returned complete (including all packaging, cables, manuals, CD’s etc for that product)
- Return shipping cost are your responsibility. If the item tests faulty or is damaged as described, we will refund your shipping costs. Note: for items that can be shipped via Royal Mail postal services, we are unable to cover the costs of items returned via Royal Mail Special Delivery service. Please use Royal Mail First Class Recorded Delivery services to return the items. We do not cover the cost of returning the item via courier delivery services unless authorised by our customer service team.
- The goods are your responsibility until signed for by us.
If the goods are found to be faulty/damaged
- We will offer an exact replacement for your item.
- We will refund your return shipping costs if the item is faulty in the first 30 days after delivery. Note: We do not cover the cost of returning items via the Royal Mail Special Delivery Service or courier services. Items must be returned using Royal Mails First Class Recorded Delivery Service.
If the items are found to be not faulty/damaged
We will contact you to advise you of our findings.
4. Faults under warranty
If the item develops a fault within the manufacturers warranty period you can return the item for replacement to Future Shop. In returning the item to Future Shop the following conditions must be met:
- All returned Goods must be authorised, so please call us on 0800 772 3688 or 0208 905 1555, or email us at [email protected] before returning the product. Your order number must be enclosed with the product.
- Goods should be returned complete (including all packaging, cables, manuals, CD’s etc for that product)
- The goods are your responsibility until signed for by us.
- Return shipping cost are your responsibility. Note: We do not cover the cost of returning items via the Royal Mail Special Delivery Service or couriers. Items must be returned using Royal Mails First Class Recorded Delivery Service.
5. Returns Policy
Our returns policy is in accordance with the Consumer Protection (Distance Selling) Regulations 2000 UK and forms part of our Terms and Conditions of Sale. If you have any specific queries regarding our returns policy please email [email protected]
6. Force Majeure
Future Shop Ltd shall have no liability to you for any failure to deliver goods you have ordered or any delay in doing so or for any damage or defect to goods delivered that is caused by any event or circumstance beyond its reasonable control.
